After repeated attempts to sign-up the service provider, MySignal.ca continues to deny their customers the right to complain to the CCTS
Ottawa (August 4, 2021) – The Commission for Complaints for Telecom-television Services (CCTS) confirmed today that service provider MySignal.ca Solutions Inc (“MySignal.ca”) has failed to join the telecom complaints-handling organization, contrary to a mandatory order from the Canadian Radio-television and Telecommunications Commission (CRTC) requiring it to do so.
Participating in the CCTS is a regulatory requirement imposed on service providers by the CRTC, the industry regulator. This requirement exists so that the customers of service providers have recourse to the CCTS’ independent complaint-handling mechanisms in the event of a dispute with their provider. When a service provider is not already a participant of the CCTS, there are two circumstances which trigger the CRTC’s regulatory requirement to sign up: when a customer complains, and when licensed TV service providers are mandated to do so by the CRTC.
In March 2018, the CCTS received a customer complaint about MySignal.ca that fell within the CCTS’ mandate. The CCTS informed MySignal.ca of its regulatory obligation to join the organization, and advised that they would refer the matter to the CRTC for enforcement should the service provider not join within thirty days. The CCTS made repeated attempts to sign up MySignal.ca without success. In June 2018, the CCTS referred the matter to the CRTC for further action.
After a public proceeding, on May 20, 2021, the CRTC ordered MySignal.ca to join the CCTS within 60 days – by July 19, 2021. The CCTS reached out to MySignal.ca. As of today, MySignal.ca has not joined the CCTS, and the CCTS so notified the CRTC.
“Telecom customers understand that they have recourse to the CCTS when they feel that their service provider is not treating them fairly,” said Howard Maker, Commissioner and CEO of the CCTS. “As a result of MySignal.ca’s refusal to participate in the organization, MySignal.ca customers continue to be denied the right to complain to the CCTS about their disputes with their service provider. Since participation in the CCTS is a regulatory obligation imposed by the CRTC, we have advised the CRTC that MySignal.ca has not joined. Further enforcement action is in the CRTC’s hands.”
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